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One Registration but Multiple Charges to Client Card

Posted: July 30, 2020 at 5:28 pm


nesso

July 30, 2020 at 5:28 pm

Hello! I have a client that successfully registered for an event. Since then, her card has been charged 2 more times on different dates. Can you help me troubleshoot this problem?


Tony

  • Support Staff

July 31, 2020 at 3:12 am

Hi there,

Which payment method are you using within Event Espresso?

Event Espresso does not store card details, so it can’t process multiple transactions on its own. Do the payments show up in your merchant account?

Do they show up as registrations and if so, can you find those registrations in Event Espresso?


nesso

July 31, 2020 at 2:07 pm

Hello!

Authorize.net is the payment gateway and merchant account

The first payment shows as a registration in EE and a transaction in Authorize.net. The other two payments only show in Authorize.net.

Thanks!


Tony

  • Support Staff

July 31, 2020 at 2:29 pm

Authorize.net is the payment gateway and merchant account

Which auth.net payment method are you using, AIM or SIM?

The other two payments only show in Authorize.net.

But within the payments on auth.net can you see any references to an EE event etc?


nesso

July 31, 2020 at 3:33 pm

We’re using AIM

Yes, the payments in auth.net do show EE event information. They are all for the same product and have the same invoice number. I can send a screenshot if that would help.

Thanks,
Lisa


Tony

  • Support Staff

August 5, 2020 at 3:37 pm

Do you have any caching plugins on the site? Or, does your host have server-side caching?

The invoice number is randomly generated, it’s based on the users session so the only way I can think of having multiple requests initializing the same charge on multiple dates is if this initial charge was cached.

If you can send the screenshot to support[at]eventespresso.com I’ll take a look and see if anything stands out.


nesso

August 6, 2020 at 2:32 pm

Hello! Yes, the site is hosting by Siteground and we use their caching. We currently have these URLs excluded:

https://legalleadershipinstitute.com/registration-cancelled/
https://legalleadershipinstitute.com/thank-you/
https://legalleadershipinstitute.com/registration-checkout/
https://legalleadershipinstitute.com/events/
https://legalleadershipinstitute.com/transactions/

I sent a screenshot of the transactions from Authorize.net Is that the screenshot you needed?

Thank you!


Tony

  • Support Staff

August 7, 2020 at 7:47 am

Yes, the site is hosting by Siteground and we use their caching. We currently have these URLs excluded

Those pages are used for EE4, but your site uses EE3.

The page where users would initiate payment would be from:

https://legalleadershipinstitute.com/event-registration/

If that’s cached it could cause this so exclude that from caching and flush the cache.

I sent a screenshot of the transactions from Authorize.net Is that the screenshot you needed?

Yes, thank you. It doesn’t really help much other than the session shows as being the same (which would hint at caching).

Can you create an event that has a paid ticket that I can view? Just post the URL for it here.


nesso

August 7, 2020 at 12:09 pm

Thanks! I added that URL to the excluded list. Here is a live paid event: https://legalleadershipinstitute.com/event-registration/?ee=51


Tony

  • Support Staff

August 10, 2020 at 8:58 am

Yeah, that looks fine so I suspect this was due to caching of the event-registration page and should be resolved with the above.

I checked the headers on your event-registration page and it shows caching has been disabled.

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Updated by  Tony 1 day, 4 hours ago ago

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